SHIPPING RATES & TRANSIT TIMES
We use these courier services depending on where you live:
UK (including NI, Scottish Islands & Highlands, Channel Isles, Isle of Man, Isle of Wight and the Scilly Isles) - DHL and Royal Mail
Rest of the world -DHL and Global Mail
Transit Times
Orders leave our warehouse Monday to Friday. Our warehouse is closed on Saturdays, Sundays and bank holidays.
We dispatch all orders the same working day if ordered by 12pm GMT UK time. If your order is placed after 12pm your item/s will be shipped on the next business day. Our shipping couriers will deliver packages Monday-Friday.
Shipping Rates
Your shipping rate will be calculated at checkout based on your address and the shipping option chosen, unless you qualify for free shipping, in which case this will apply at checkout automatically.
Your Shipping Options At Checkout
UK only - Royal Mail 2nd class standard - budget friendly/no rush service.
This option allows us to see when the package has been delivered but does not provide a trackable journey. Royal Mail 2nd Class aim to deliver within 2 -3 business days, although this is not guaranteed or tracked. If you require your order tracked or guaranteed express delivery (next working day) please select the DHL shipping service instead.
DHL UK -(Next Business Day if ordered before 12pm GMT)
These packages will be delivered next business day (Mon-Fri). You will receive a fully tracked service with all DHL shipments which will be provided via text and/or email services using the telephone and email address that you provided us when placing your order.
DHL - International shipment (Europe and rest of the world)
These packages will be delivered within 3-5 days (Mon-Fri). You will receive a fully tracked service with all DHL shipments which will be provided via text and/or email services using the telephone and email address that you provided us when placing your order.
Global Mail - International shipment (Europe and rest of the world)
If you are not in a rush to receive your order, we have a slightly slower, cheaper delivery option called Global Mail via Deutsche post. This is a tracked service for most countries (there are a small number of countries that can't be tracked but are still reliable and you will receive your order within the specified time frame). Global Mail aims to deliver within 2-5 business days if you live in the EU and 5-12 business days for the rest of the world. These time frames start from when your order leaves our shipping warehouse, not from the moment you place your order. Orders via Global Mail will be dispatched on Tuesdays and Thursdays.
Free Shipping
UK orders that exceed £50 qualify for free shipping.
International orders that exceed £175 qualify for free shipping.
(This is the total of your shopping basket excluding the shipping costs and any promotional discount you receive via a discount coupon).
If you qualify for free shipping, your package will be shipped free of charge via Royal Mail for UK customers, or for international orders DHL Tracked international (3-5 business days).
If you qualify for free UK shipping (Royal Mail 48) but you require your package quickly, you can upgrade to DHL next business day at checkout which will override the free Royal Mail shipping, and you will be charged the cost of that upgraded shipping (£5.95).
Customs Charges (International shipments only).
If you order products from our website for international delivery, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. It is the responsibility of the person placing the order to check if any duty fees will be due on arrival to the destination country as all countries have their own rules and percentages of charges. Please note that we have no control over these charges and you, as the buyer, will be responsible for payment of any such import duties and taxes. Occasionally packages can get held in customs for further checks, neither us nor the courier has any control over the timescale of this.
Please note that you are within your rights to refuse a package on its arrival if you decide that you do not wish to pay any additional charges. The package will be returned to us at your own risk and a refund will be provided upon its arrival back to our warehouse, minus the original shipping fee (unless you qualified for free shipping) and any return fees that we, at Eyelash Excellence, may incur due to the refusal of the package.
Damaged Packages
In the event that your package is damaged/open on delivery and items are either missing or damaged, you must not discard of the packaging. Our couriers require photographic evidence of the damage/packaging for Eyelash Excellence to be able to initiate a claim. If you cannot provide us with this evidence, then we will be unable to replace or refund your items. Please email us at [email protected]
Lost Packages & Delays - DHL
All DHL packages are tracked. Our couriers aim to deliver your packages within the time frame provided on our website. Delivery times start from the time the package leaves our warehouse and not from the date/time that the order was placed.
We cannot be held responsible for packages that are delayed as once packages leave our warehouse it is the responsibility of DHL to deliver your package safely and within the time frame given. In the rare event, some packages can be delayed due to staff shortages, weather conditions, courier travel delays and unforeseen circumstances. However, if you have paid for next day delivery via DHL and this service has not been delivered, you may contact us at [email protected] to investigate the delay and in some cases a shipping refund may be due. This is assessed on a case-by-case basis.
If your package is confirmed lost by DHL, then we will assist you with reaching out to DHL to locate the whereabouts of your parcel. Please note that this may take several days as an investigation will need to take place and customs may need to be contacted. Please contact us at [email protected] if you suspect that your parcel is lost.
Lost Packages & Delays - Royal Mail
Royal Mail is not a guaranteed service therefore it is not unusual for your delivery to exceed your expected delivery date. We do not recommend using this service if you require your package quickly or by a particular date.
Royal Mail do not consider packages to be lost until 13 working days past the expected delivery date. If you are concerned your package is lost, please contact us on the 13th day of your expected delivery date. You can contact us at [email protected] to report a lost package.
